Steve Martinez

Experience

• 

  Citi

  Apr 1999 - now

  Partnering with Global Production Management and Application Support Teams across all business sectors, I am currently responsible for client engagement in order to introduce batch critical path tools (iDash & TDWC) that will proactively monitor and detect potential threats for all Batch SLAs (Service Level Agreement). This would also include creating and analyzing performance metrics to identify any negative trends that can be proactively addressed before they become chronic. Other responsibilities include:• Identify and define batch critical end-points (TWS & Autosys Batch Schedulers) and alert deadline times in order to achieve Service Level Agreements. • Integrate batch Service Level Agreement definitions into ServiceNow CMDB for the purpose of merging it into the Incident & Change Management Framework. • Generate batch SLA performance reports in order to measure the performance of defined batch critical end-points using various data sources (ServiceNow, Autosys/iDash, and TWS/TDWC). • Initiate and chair client meetings to understand areas of need in order to provide technical solutions specific to improving the performance of batch critical path. Show less Working with in-country application and technical support teams, I am responsible for identifying issues or problematic areas that impact consumer services such as ATM, Branch, Contact Center, Internet, Mobile, and Point of Sale in the LatMex Region. This is achieved by measuring and analyzing Major Incident Data / Metrics that document specific issues that impact external clients or business groups. Additionally, I also partner with the Latam Production Management Organization to ensure that all IT Services in the region meet the required level of resilience and maintain the appropriate risk profile using the Service Management Framework guidelines. Other responsibilities would include; • Work with in-country support teams to understand and evaluate performance data in order to on-board, deliver, and execute Service Improvement Plans (SIP) for the LatMex Region. • Provide executive status updates to Senior Management on the current business impact and the recovery efforts to resolve Major Incidents. • Compile and analyze performance data reports for specific Business Services, Applications, and Countries to identify opportunities for improvement. • Create and analyze ATM Performance Metrics to identify specific components and/or downward trends that are causing impact to ATM availability. • Organize and chair weekly meetings with in-country support teams to review and discuss Chronic Issues that are causing impact to the ATM service as well to ensure that the Action Plans that have been identified are addressing the issues that are impacting ATM availability. • Prepare and Present Monthly Executive Summaries to Brazil CTI Country Head on the performance and stability of all Consumer IT Services (ATM, Collections, Online Banking, Branch Services, etc…) Show less In support of Global Command Center Operations (GCCO), I am currently responsible for supporting and managing all global workload integration efforts (North America, LATAM, EMEA, ASPAC), into the Global Command Center Organization. This would include, but not be limited to; • Performing gap analysis exercises to identify and dimension incoming workloads that will be integrated into the Global Command Center• Developing strategies and timelines to integrate the work into the Global Command Center environment• Partner with Global Command Center Service Monitoring Team to coordinate cross-training efforts for the work that is being integrated into the command center. • Identifying key resources (local and regional) that are needed to support all integration efforts• Integrate global best practices to achieve global standardization and cost efficiencies• Maintain and update weekly status reports for all workload integration efforts that are provided to Global Command Center Senior Management. • Provide assistance to the Workload Integration Group Manager to manage and drive all initiatives to completion. • Identify all non-standard practices that are used by existing support teams and convert them to Global CTI Standards. • Identify regulatory requirements or cross-border laws that would prevent the migration of work into any the strategic Global Command Center site locations. • Provide onsite leadership and guidance to the staff that is located in Irving, TX. • Leverage key subject matter experts, to integrate and standardize all architecture and software monitoring tools used to perform Service Monitoring and Level 1 functions in the Global Command Center. • Incorporate streamlined automated practices to achieve operational efficiencies Show less

  • VP Enterprise Resilience Production Swing Lead

    May 2023 - now

  • VP CIS Project Portfolio Manager

    Dec 2017 - May 2023

  • VP Global Batch Service Level Management

    May 2016 - Dec 2017

  • VP Latam Infrastructure Service Delivery

    Jul 2014 - Apr 2016

  • VP Workload Integration Support Management

    Apr 2013 - Jul 2014

  • Global Command Center Operations Day Manager

    Jan 2008 - Apr 2013

  • Command Center Operator

    Mar 2004 - Dec 2007

  • Global Batch Management Services

    Apr 1999 - Mar 2004